Quantum Sky is searching for anEnterprise ITSM & Continual Service Improvement (CSI) Leadto support a large, multi-site Department of Defense IT and Cybersecurity program for the F-35 Lightning II Joint Program Office. Reporting to the Program Manager, the Enterprise ITSM & Continual Service Improvement (CSI) Leadis responsible forend-to-end governance, execution, and maturation of IT Service Management processes across the enterprise.

The role drives measurable service outcomes, champions a data-driven improvement culture, and ensures alignment of Incident, Problem, Change, Request, Knowledge, Service Level, and Service Continuity practices with businessobjectivesand regulatory requirements.Onsite presence in Arlington, VA isrequired; periodic (25%) travel will be necessary to support global programobjectives.Reporting Lines & Key Interfaces: Reports toProgram Manager. Interfaces with Service Owners, Operations/NOC, Security/SOC, Architecture, PMO, and Business Relationship Managers.Chairs/coordinates CAB(s) and the ITSM Process Council.

Responsibilities:

• Own and continuously improve the enterprise ITSM framework (Incident, Problem, Change, Request, Knowledge, Service Level, Service Catalog/CMDB, and Service Continuity).
• Establish governance, process controls, and operating procedures; run the ITSM Process Council and chair/coordinate CABs (Change Advisory Boards) as needed.
• Define service KPIs and SLOs; implement dashboards and scorecards; lead review cycles toidentifytrends, root causes, and improvement opportunities (e.g., MTTR, FCR, SLA compliance).
• Maintain the CSI roadmap and backlog; quantify value, set hypotheses, and lead cross-functional improvement sprints;validatebenefits post-implementation.
• Partner with Service Owners, Operations, Security, and PMO to integrate ITSM into day-to-day execution and projects (shift-left, automation, and knowledge re-use).
• Drive Problem Management (proactive and reactive), including trend analysis, Known Error DB, and permanent fixes to reduce repeat incidents.
• Strengthen Change Management hygiene (risk assessment, testing, backout plans, and post-implementation reviews) to maximize change success and minimize disruption.
• Advance Service Continuity practices (impact analysis, resilience patterns, drills, RTO/RPO alignment) and ensure alignment to business and compliance requirements.
• Ensure the Service Catalog and CMDB integrity (service definitions, ownership, relationships, and CI lifecycle); enable impact analysis for incidents/changes.
• Evolve request fulfilment workflows for speed and quality; enable self-service and automation whereappropriate.
• Lead knowledge management (authoring standards, article lifecycle, deflection metrics) and embed knowledge into support processes and self-service.
• Champion customer and employee experience (CSAT/NPS); capture Voice of the Customer and incorporate into CSI initiatives.
• Defines ITSM policies, standards, and process designs; approves process changes and improvement experiments; sets KPI targets with Service Owners and governs adherence; prioritizes the CSI backlog andallocatesimprovement capacity across functions.
• Integrate ITSM with enterprise platforms and tooling (ITSM platform, observability, AIOps, collaboration tools); drive data quality and interoperability.
• Establish audit-ready processes;maintainevidence and controls to support internal/external audits (e.g., ISO/IEC 20000, NIST-aligned internal controls).
• Provide coaching and training for process owners, service desk, and resolver groups; develop role-based competencies and career paths for ITSM functions.
• Report progress, risks, and decisions to leadership; escalate systemic issues; manage stakeholders and communications across business and IT.

Performance Metrics & Success Criteria:

• IncidentMgmt: MTTR (P2/P3) Target: < 4hrs/ < 8hrs; Frequency: Daily/Weekly.
• IncidentMgmt: First Contact Resolution Target: > 65%; Frequency: Monthly.
• ProblemMgmt: Repeat Incident Reduction Target: > 30% q/q; Frequency: Quarterly.
• ChangeMgmt: Change Success Rate Target: > 95%; Frequency: Monthly.
• ChangeMgmt: Emergency Changes Target: < 5% of total; Frequency: Monthly.
• Request Fulfilment: Average Cycle Time Target: -10% q/q; Frequency: Monthly.
• KnowledgeMgmt: Deflection Rate Target: > 20%; Frequency: Monthly.
• Service Level: SLA Compliance Target: > 98%; Frequency: Monthly.
• Continuity: Critical Service Availability Target: > 99.9%; Frequency: Monthly.
• CSI: Initiatives Delivered Target: >= 6/quarter; Frequency: Quarterly.
• Customer Experience: CSAT (post-incident) Target: >= 4.5/5; Frequency: Monthly.

Required:

• Education: MA/MS. Substitution: BA/BS with 12+ years of relevant experience
• Experience: 10+ years in IT service operations or service management, including 5+ years leading enterprise ITSM process ownership.
• Candidate mustdemonstrateproblem control, recognition, research, isolation, resolution, follow-up, and help-desk system experience.
• ITSM Process Ownership: Leadership inincident, major incident, request, problem, change, knowledge, configuration, service catalog, and continual improvement.Demonstrated successestablishingand maturing ITIL-based processes and CSI programs at scale. Experience defining SLAs, XLAs, KPIs, service health dashboards, trend analysis, and service improvement plans. Experience directing major incident response, communications, root-cause analysis, and corrective actions.
• Maintenance of a continual improvement register, prioritizes initiatives, quantifies benefits, and tracking implementation.
• Strong analytics orientation withproficiencyin service metrics, trend analysis, and ROI modeling for improvements.
• Experience with ITSM platforms (BMC Helix preferred), observability/monitoring, and automation/orchestration.
• Working knowledge of service continuity, risk, and compliance practices (e.g., ISO/IEC 20000; NIST-aligned internal controls) and audit evidence requirements.
• Excellent facilitation and stakeholder management skills; able to lead CABs, PIRs, RCA workshops, and executive readouts.
• Certifications: ITIL 4 Foundation (required).

Desired:

• ITIL 4 Managing Professional certification.
• Lean Six Sigma Green/Black Belt.
• Hands-on leadership of enterprise ITSM implementations and CSI programs usingBMCHelix(preferred) and AIOps/automation.
• Driving cross-functional improvements with measurable outcomes (e.g., MTTR reduction, change success, deflection rates).
• Governance:Previousexperience chairingservice reviews, CAB/process governance, and cross-functional improvement forums.

Clearance:

• Secret clearance at time of submission.

Location:

• Arlington, VA; onsite presence required with willingness to travelworldwide(25% travel).

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically between 175-225K. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.